CITIZENFIRST - Key Persons
Job Titles:
- Executive Director, Service Delivery, Service BC, Government of British Columbia
Adriana is currently the Executive Director for Service Delivery at Service BC. She is responsible for the 65 service centres in British Columbia, which provide front line support for many of the hundreds of programs and services the provincial government offers to residents, businesses, and visitors. Throughout her career in the private and public sector, she has built strong and diverse experience in service delivery, operational excellence, change management, effective leadership, and innovation; she is a visionary, an innovator, a true servant leader, and a champion for her teams and the communities she serves. Some of her experience includes:
15+ years of experience in program development, delivery, and evaluation, particularly related to programs that deliver services to the public
15+ years in senior leadership roles running large-scale operations, with a regional component, including budget, human resource management, public relations/communications, leadership, and team building
10+ years of experience developing, negotiating, and influencing policies and strategies at the inter-ministry and inter-governmental level
10+ years of experience leading strategic and business planning processes
10+ years of experience establishing collaborative relationships with senior leaders and leading organizational change
Adriana has a Bachelor's Degree in Finance and International Business.
Job Titles:
- Director, Learning and Development Program
Job Titles:
- Executive Director of the ICCS
- Executive Director, Institute for Citizen - Centred Service
Dan joined the ICCS in April 2015. He leads a dynamic team that helps public sector organizations pursue service excellence through research, learning, collaboration and professional development. Previously, Dan worked for the Government of Canada as a Senior Director leading a number of innovative teams that provide services to small businesses and entrepreneurs including the Canada Business Network and BizPaL.
Mr. Batista has a Master of Public Administration degree from Carleton University and a Master of Electronic Commerce degree from Dalhousie University.
In 2012, Dan received a Queen Elizabeth II Diamond Jubilee Medal, and in 2013 he was the recipient of the Institute for Citizen-Centred Service's Ralph Heintzman Leadership Award, for his commitment and leadership to developing and delivering client-centric services across all levels of government.
Job Titles:
- Executive Director of Citizen Services With the Province of Nova Scotia
- ICCS Secretary and Executive Director, Citizen Services, Service Nova Scotia, Service Nova Scotia
Gillian Latham currently serves as the Executive Director of Citizen Services with the Province of Nova Scotia. In this role, she has responsibility for all of the In-Person offices, the Provincial Contact Centre, and a large back-end Processing and Distribution team. Gillian has been with the Government of Nova Scotia for close to 7 years. Prior to that time, she spent 22 years working in a variety of marketing and client services roles for Bell/Bell Aliant in Atlantic Canada.
Gillian has a Bachelor of Business Administration degree from Acadia University. She lives in Halifax with her husband Tim and is Mom to their 2 cherished boys Zach and Will. One day she hopes to travel again as it is one of her favourite things to do along with staying fit and active.
Job Titles:
- Director of Strategic Engagement and Integrated Initiatives With Service Alberta
- Director of Strategic Engagement and Integrated Initiatives, Service Alberta and Red Tape Reduction, Government of Alberta
- Member of the Public Sector Service Delivery Council
Jackie Stankey is the Director of Strategic Engagement and Integrated Initiatives with Service Alberta and Red Tape Reduction. With a career spanning nearly 30 years with the Government of Alberta, Jackie has led numerous transformational initiatives using digital technologies to improve service delivery for Albertans. Jackie's notable achievements include pioneering the Alberta Learning Information Service (ALIS) website, Alberta Parks Online Campground Reservation System, Alberta's Open Data portal, and MyAlberta Enterprise platforms (digital identity, payment, and notification services) earning her teams' recognition and distinguished Premier's Awards of Excellence.
In her current role, Jackie specializes in strategic engagement, intergovernmental relations and supporting the Ministry's mandate of driving innovation, modernizing government and fostering efficient delivery of government programs, services and information.
Jackie has been an active member of the Public Sector Service Delivery Council since 2011; and coordinates the Government of Alberta's involvement on numerous Federal, Provincial and Territorial committees and working groups under the Joint Councils. She has served as past Co-Chair of the Digital Identity priority and looks forward to contributing to the ICCS Board.
Jackie holds a Bachelor of Arts degree (Sociology/Psychology) from the University of Alberta and Executive Certificates in Leadership and Strategic Management from the University of Alberta's School of Business. She is currently pursuing Professional Development from Concordia University of Edmonton in Indigenous Engagement and Collaboration.
Job Titles:
- Executive Director for the Municipal Information Systems Association of Canada
- Executive Director, Municipal Information Systems Association of Canada ( MISA Canada )
Kathryn Bulko is the Executive Director for the Municipal Information Systems Association of Canada (MISA Canada). She is a retired municipal government employee, after having spent 30+ years with the City of Toronto in several senior leadership positions focussing on IT contract management and business relationship management.
Job Titles:
- Director, Corporate Affairs
Job Titles:
- Director, National Joint Councils
Job Titles:
- Director of EServices for Citizens
- ICCS Board President and Director, EServices for Citizens, Information & Communications Technology Highways & Public Works, Government of Yukon
Mark Burns is the Director of eServices for Citizens, for the Government of Yukon. He works with all departments to design and deliver modern online services to the public by providing the tools, techniques, processes, and technical solutions to support organizational web publishing, transactional services and digital citizen engagement. He is responsible for the open government program, has the responsibilities of the Queen's Printer, including publishing responsibilities for legislation, visual identity and official forms management.
In 8 years with Yukon government, Mark has been responsible for establishing the eServices for Citizens branch and leading the modernization of digital service delivery at Yukon. He has brought a repeatable, citizen-centric service design process to Yukon, an achievement made possible by his background in technology and leading edge product development.
Mark is the former chair of the Canadian Council on Geomatics (Federal, Provincial, Territorial table) and presently co-chair of the Public Sector Service Delivery Council and Joint Councils.
Prior to joining Yukon government, Mark was responsible for Customer Solutions Engineering at Northwestel. He has also held positions in multinational technology firms where he worked on projects in Israel, UK and Russia, and was a co-founder of a technology services firm located in Ottawa, Ontario.
A graduate from the University of Western Ontario and McMaster University, he holds a MBA, with a concentration in management of innovation and an undergraduate degree in Administrative and Information Studies.
Job Titles:
- Executive Director for Operations and Security at the Office
- ICCS Vice - President and Executive Director, Operations and Security, Office of the Chief Information Officer, Newfoundland and Labrador
Mark Healy is the current Executive Director for Operations and Security at the Office of the Chief Information Officer (OCIO) with the Government of Newfoundland and Labrador (GNL). Mark was previously the Director responsible for CX/UX and Client Services with the OCIO.
Mark has more than 20 years of experience in the Information Technology (IT) industry with an extensive background in IT Infrastructure and Operations, Enterprise Architecture, Service Delivery and Client Services. This experience includes working in both the private and public sector, for the Government of Newfoundland and Labrador and Bell (XWave). Mark is also the provincial representative for Newfoundland and Labrador in the Jurisdictional Experts in Digital Identity (JEDI) group as part of the Joint Councils Pan-Canadian Digital Identity program.
Natasha Clarke was appointed Deputy Minister of Cyber Security and Digital Solutions with the Government of Nova Scotia in May 2023. She has been actively involved with the ICCS for many years and led the organization as president for 3 years.
She was previously the Executive Director, Digital Services at Service Nova Scotia. She has over 19 years of experience leading transformational initiatives for the public and private sectors, and has been a Public Sector Service Delivery Council member since 2011. From 2009 and 2023, Natasha has championed multiple integrated service delivery initiatives for Service Nova Scotia and its partners. These have included such notable bundles as "Electronic Birth", "Restaurant and Accommodations", and "Convenience Store". In her Digital Services role, Natasha is leading the creation of digital services that focus on human centered design and are just simple, clear and easy to use. Natasha has a Bachelor of Agricultural Economics from Dalhousie University, and a diploma in Applied Information Technology from ITI. Prior to her joining the Nova Scotia Government, Natasha worked as a management consultant in the private sector where she focused on partnering with public/private sector clients to enable their business transformation and process improvement projects.
Job Titles:
- Chief Executive Officer, Canadian Digital Service / Government of Canada
Paul N. Wagner was named Chief Executive Officer, Canadian Digital Service in November 2023. Paul brings 3 decades of private and public sector experience in Information and Digital Technologies to the executive table.
Paul has served as Deputy Chief Information Officer, Treasury Board Secretariat of Canada, Chief Information Officer for Justice Canada, Library and Archives Canada and the National Research Council of Canada. He has overseen operations and innovations in the areas of digital service delivery, information technology, information and data management and partnership management.
A pioneer and supporter of enterprise systems for government, Paul joined Shared Services Canada at inception and led the creation of the first enterprise Partnership Management function for technology in the Government of Canada.
With over 20 years experience in the Canadian Federal Public Service, Paul has held executive leadership roles since 2004. Paul remains very active in the national and international councils and boards related to technology and data management.
In addition to almost a decade in the private sector working implementing Enterprise Resource Planning systems in the Retail Industry, Paul has also held several leadership positions at Service Canada, Human Resources and Skills Development Canada and the Department of Public Works and Government Services Canada in the areas of Business Planning, Relationship Management and IT Product/Service Management.
Paul holds a B.A. with a major in Economics from McGill University and an MBA from the University of Ottawa's Executive MBA program.
When not focused on the business of Government, Paul is very active in the Ottawa sailing community and enjoys racing and cruising sailboats on the Ottawa River and beyond.
Job Titles:
- Director of Policy
- Officer, past ICCS Board Treasurer, Director
Paul Pierlot is the Director of Policy, Planning and Coordination, Resource Management and Protection with the Manitoba government. Prior to his current post, Paul held senior positions in several other provincial departments and central agencies, and he began his career in the public sector with the federal departments of Industry and Justice in Ottawa.
Job Titles:
- Manager, National Councils
Job Titles:
- Commissioner of Digital and Information Services at the Region of Peel
- Commissioner of Human Services, Region of Peel
Sean Baird is the Commissioner of Digital and Information Services at the Region of Peel where he is dedicated to enhancing the experience of citizens and businesses which interact with the municipality across all areas of front-line service delivery. His oversight of technology functions ensures a relentless focus on delivering value to the customer and enabling better ways of doing business to keep up with public expectations.
Prior to the Region of Peel, Sean held a number of executive roles at the Workplace Safety and Insurance Board overseeing insurance operations and revenue for over 300,000 employers across Ontario. Sean was also an Associate Partner at RPO Management Consultants (now part of KPMG) and spent many years in private practice consulting on strategy development and organizational design for the government sector, including work with provincial governments, public agencies, municipalities and first nations in Ontario, Alberta and British Columbia. Sean has a Bachelor's of Commerce and a Master's of Science in Business Administration, both from the University of British Columbia, and has a keen interest in the efficient and effective delivery of government services.
Job Titles:
- ICCS Board Treasurer, Assistant Deputy Minister and Chief Information Officer, Government of Yukon
Sean has had the pleasure of being Assistant Deputy Minister and Chief Information Officer for the Government of Yukon since November 2013.
Job Titles:
- Deputy Ombudsman ( Retired ), Office of the Veterans Ombudsman
- Public Service Executive
Sharon is an experienced public service executive with expertise in veterans' issues, service design and delivery, social media, human resources, public service management and sport. Sharon has worked at the Office of the Veterans Ombudsman, Treasury Board Secretariat, Privy Council Office and the Office of the Chief Human Resources Officer, and other organizations where she has developed federal government-wide programs and policies. Of note is her work to better deliver Government of Canada services to Canadians. As Deputy Veterans Ombudsman, Sharon has led initiatives focused on systemic issues affecting Veterans in Canada, overseeing the publication of numerous reviews and reports. She also recently introduced a business improvement initiative called LEAN to enhance front-line service delivery to Veterans. An innovator, Sharon strives to find leading-edge solutions and approaches to current and future issues. Sharon is an active volunteer, mother of two and a sports enthusiast.
Job Titles:
- Chief Digital and Operating Officer of IT Shared Services With the Province of Prince Edward Island
- Chief Digital and Operating Officer, Treasury Board Secretariat, Prince Edward Island
Tracy Wood is the Chief Digital and Operating Officer of IT Shared Services with the Province of Prince Edward Island. Tracy's team is responsible for leading the development of Digital Services with all departments as well as Crowns and Agencies including Healthcare and Education. To provide great service, her team's vision is Forward Looking, People Service and Technology. In her twenty years with the Province, she has held a variety of service delivery roles in areas such as analytical testing, grant programs and information services. Tracy holds an MBA from the University of Prince Edward Island in Innovative Management as well as a degree in Biochemistry and a degree in Education from Mount Allison University. Prior to working within Government Services, Tracy was a high school teacher.